Collaboredge Inc ยท 10 hours ago
OUC IT Services Tier II (PT Support).
Washington, DC
Full-time
Onsite
Senior Level
6+ years expCollaboredge Inc is seeking an experienced IT professional to provide Tier II support for critical 311/911 operations. The role involves troubleshooting workstations, applications, and networks, ensuring the seamless operation of essential communication systems and mobile data devices.
Information Services
Responsibilities
Provides Tier II IT support for 911 and 311 call floor operations, including troubleshooting workstations, testing software updates, resolving system glitches, and assisting users
Supports MDC division operations, including imaging, processing client support requests, configuring, and maintaining tough books, routers, and associated vehicle installations
Provides support and feedback on implementation of IT hardware and application solutions for the call floor and MDC environments
Performs tests, participates in system acceptance procedures, and performance monitoring methods for call floor applications and MDC systems
Supports radio communications, dispatch operations, and network system infrastructure, including routine monitoring, alarm escalation, and coordination with OCTO and external stakeholders
Provides IT support for Mobile VPN and mobile connectivity tools, including diagnostics, troubleshooting, and coverage analysis
Follows OUC-IT Standard Operating Procedures (SOPs) for Tier II troubleshooting and daily operations
Supports IT asset management by tracking, updating, and maintaining inventory of call floor and MDC hardware, ensuring accurate records of equipment assignment, deployment, and lifecycle status
Uses the ServiceNow ticketing system to open, track, update, and close OUC-IT service tickets in accordance with established processes
Participates in inter-agency coordination to ensure technical requirements for 911, 311, and MDC systems are met
Assists with security patching, operating system upgrades, firewall coordination, and integration of agency software into call floor and MDC environments
Assists in the deployment of new hardware and applications, including installation, configuration, testing, and user support
Performs other duties and responsibilities as required, assigned, or requested
Qualification
Required
6-10 yrs. designing, developing, and testing computer systems and components
Bachelor's degree in IT or related field or equivalent experience
Experience with IT lifecycle management, performance monitoring, and QA
Experience with IT system security principles and technical documentation
Support in the research, evaluation and integration of new technologies
Experience with IT security principles, methods, and tools utilized for IT security & support applications
Experience with operating systems installation and configuration procedures to assist in installing & maintaining the operating system environment
Experience with network standards, and network management tools to perform routine network configuration management functions
Experience with maintaining database operations and assisting in database restoration
Experience monitoring system performance & recovering data from backup in the event of hardware / software failure
Preferred
Experience with customer support, problem resolution databases, and troubleshooting techniques
A+ or Network+ certifications preferred but not required
Company
Collaboredge Inc
Collaboredge Inc.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase